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Live chat unavailable, can someone from PN help with another full fibre upgrade question?

mccorm
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Registered: ‎26-09-2023

Live chat unavailable, can someone from PN help with another full fibre upgrade question?

Hi

My ancient ADSL (10Mb) is becoming unbearably slow and I'm considering upgrading to full fibre. I have several questions and wanted to ask them on live chat, which appears to be unavailable. So wondering if anyone from PN could help with these, particularly the last one which is specific to my account?:

1. I'm in contract until 14th May 2024; can I upgrade to full fibre right now without early exit fees etc?

2. If I upgrade to full fibre will I keep my PN email?

3. Can you confirm that my landline number will be available for porting out to a VOIP provider of my choice for 31 days after installation of my full fibre? (it's extremely important that we keep our landline number).

4. I can't seem to do the upgrade that I want online. When I look at my upgrade options only the 300Mb full fibre option appears. I don't need that much speed and want to go for the 74Mb option. Can anyone from PN help with this?

Thanks in advance for any help. My PN username is [Removed].

Tom

Moderator's note by Mike (Mav): Personal information removed from a public forum (to an area that staff can see).
9 REPLIES 9
dvorak
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Re: Live chat unavailable, can someone from PN help with another full fibre upgrade question?

You won't get an answer to a lot of you questions on here, you'll need to call customer options.

Details for Customer options team are on this page https://www.plus.net/help/my-account/thinking-of-leaving/
0800 013 2632

 

You won't lose your email, if you upgrade with PN. 

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mccorm
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Registered: ‎26-09-2023

Re: Live chat unavailable, can someone from PN help with another full fibre upgrade question?

Thanks @dvorak 

I've contacted PN and also read further on these forums and understand that the answers to the questions are as follows:

1. I can upgrade at any time without penalty, even though I'm likely to be paying less per month (although the difference is really only due to the absence of BT line rental).

2. As you've indicated, I will keep my PN email after an upgrade to full fibre.

3. The landline will be available for porting for a month after the full fibre upgrade (as per Ofcom directive), however it's possible that the number may come up as out of service, which may cause the port to fail with some VOIP providers. Andrews & Arnold seem to be recommended as a VOIP provider who understand this issue and can work around it if necessary, which is convenient as I was planning to port my number to them.

4. This issue appears to have been resolved as the 74Mb option is now available under my upgrade options.

If I've been misinformed in any of the above I'd be happy to be corrected!

Thanks

Tom.

 

mccorm
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Registered: ‎26-09-2023

Re: Live chat unavailable, can someone from PN help with another full fibre upgrade question?

Well that was a mistake!

I noticed that livechat was available again so decided to ask the questions again there. I got the same answers to the first two questions, however on the porting issue the CS agent suggested I should set up VOIP with my chosen provider first, then initiate the port, and only then order the full fibre. I said that seemed to contradict advice from the forums and could potentially result in early exit fees and even loss of my email (if the port happened before the full fibre was installed) as it would cease my current broadband. At this point he said he wasn't really able to advise on porting issues, and he didn't even know if the number would be held for a month to allow me to port it (although my understanding is that they have to per Ofcom requirements?)..

I'm going to put this down to incorrect advice from the livechat agent.....?

BTW there is some great info on these forums, the 6th post on this thread is particularly interesting: Landline closure? - Plusnet Community

Tom.

 

James30
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Re: Live chat unavailable, can someone from PN help with another full fibre upgrade question?

@mccorm - Hiya, we don't have a live chat service per say, that chat you have seen only pops up now and again to help with a sale and are very limited in what they can advise. I'm happy to help you on here though.

 

This VOIP business as like a game chess, if they take the number first the account will close and you will lose the email and it can't be retrieved

If we move you to FTTP, the line will cease.

 

I'm told from reputable sources that after the line has been ceased, the number can still be ported to the VOIP provider 30 days after so the plan of action;

 

1.) Contact the VOIP provider and ensure that they can/willing to/know that they can port the number 30 days after it ceased

2.) Providing they can (I mean there is no other way to keep Plusnet email if not) Contact us and place the order for FTTP.

3.) Once the line has been ceased, asap (within 30 days) contact the VOIP provider and tell them to port the number over.

 

That way as we have moved you to FTTP the account remains open, you keep the email. The VOIP provider takes over the number because it's been made available for 30 days after it's ceased.

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James - Plusnet Sheffield
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MisterW
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Re: Live chat unavailable, can someone from PN help with another full fibre upgrade question?

@mccorm I will add one thing to @James30 excellent advice.

Port the number ASAP after fttp is installed. Once the line is ceased, although its absolutely still available to port, some automated porting processes have a possibility of failing and require manual resubmission of port requests. There appears to be a day or two delay after fttp is installed before the line is actually ceased, therefore if the port is submitted quickly, the line is still active and automated ports will still work.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

mccorm
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Re: Live chat unavailable, can someone from PN help with another full fibre upgrade question?

Many thanks for your replies @James30 and @MisterW . I will contact A&A and ask the appropriate questions, before ordering the upgrade.

👍👍👍

 

mccorm
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Registered: ‎26-09-2023

Re: Live chat unavailable, can someone from PN help with another full fibre upgrade question?

Response from A%A:

 

We can port such numbers using the 'right to port' process as long as its within 31 days, always best to place the port as soon as possible after its been ceased though

 

Sometimes BT reject ports but its a case of us going back to them and clarifying that we are using the right to port process,

MisterW
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Re: Live chat unavailable, can someone from PN help with another full fibre upgrade question?

That's a very useful response from A & A. It appears they understand the situation and what's necessary.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

mccorm
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Re: Live chat unavailable, can someone from PN help with another full fibre upgrade question?

Thanks again to all for your help. Full fibre installed 26/10/23. Number port started same day and completed 02/11/23. No problems at all 👍